Stain Removal Policy

Updated at 2024-09-23

This Stain Removal Policy outlines the terms and conditions related to stain treatment and removal for items entrusted to True Dry Cleaning and Laundry ("the Company"). By engaging the Company’s services, the client ("Client") acknowledges and agrees to the following terms:

 

Limitations on Stain Removal

The Company cannot guarantee the successful removal of all stains from garments. The ability to remove stains depends on various factors, including but not limited to:

• The type of stain and how long it has been present on the garment
• The type of fabric and its current condition

The Client is encouraged to inform the Company of any specific stains that require special attention at the time of service. While the Company will make every reasonable effort to treat stains, the complete removal of all stains cannot be assured.

The Company reserves the right to decline further attempts at stain removal in cases where, in its professional judgment, such efforts may pose a risk to the fabric or otherwise compromise the safe cleaning process.

 

Responsibility for Color Bleeding and Fabric Damage

In the event of color bleeding or fading during the cleaning process, the Company shall not be held responsible for such occurrences if they are due to the garment's original dyeing or fabric treatment by the manufacturer or point of purchase.

The Company recommends that Clients consult care labels and fabric guidelines before submitting garments with known sensitivities, and the Company will handle such items in accordance with industry standards.

 

Safe Cleaning Guarantee

The Company prides itself on its "Safe Cleaning Guarantee," which means that every garment entrusted to the Company is processed with the utmost care and attention to detail. However, this guarantee does not extend to the complete removal of every stain from every garment.

Should the Company determine that further attempts at stain removal would jeopardize the integrity of the garment, stain removal efforts will be discontinued in the interest of preserving the garment's quality and safety.

 

Complaints and Resolution of Disputes

Any complaints related to stain treatment, garment damage, or the overall service will be handled promptly and evaluated thoroughly in accordance with the Company’s internal policy.

In cases where the Company is determined, after careful assessment, to be responsible for any damage or unsatisfactory cleaning results, the Company will offer appropriate compensation, which may include:

• A refund via cheque, or
• A credit to the Client’s account for future services

The maximum compensation for any claim related to stain removal, damage, or loss of a garment shall not exceed two and a half (2.5) times the cost of the cleaning service for the affected item(s). This compensation limit is in place to ensure fairness and balance in resolving disputes.

 

Modifications to Policy

True Dry Cleaning and Laundry reserves the right to modify, amend, or update this policy at its sole discretion. Any changes to this policy will be communicated to the Client through the Company’s website or directly via email or other forms of communication.

Continued use of the Company’s services following such amendments constitutes acceptance of the updated policy.

By using True Dry Cleaning and Laundry’s services, the Client acknowledges and agrees to the terms and limitations outlined in this Stain Removal Policy. For further inquiries or to report any concerns, please contact our customer service team.